General Dynamics Information Technology (www.gdit.com)
District of Columbia
Provides TTEC CRMS support for the quality management function within the Program Management Office (PMO) for a very large government contract. This contract provides contact center and quality management operations. The quality management operations consist of multiple contact center site quality teams that provide quality monitoring, perform to specific contractual service metrics, and analyze CSR performance to administer continual improvement. This position provides CRMS system support to quality leadership staff located within the PMO office. PMO quality leadership staff consist of the Director, Sr. Quality Manager, multiple Quality Managers and multiple Quality Analysts. Provides technical, administrative, system support and subject matter expertise for the TTEC Contact Recording System. Acts in the capacity of a subject matter expert (SME) and primary point of contact (POC) for end users of the TTEC contact recording management system (CRMS) in use by the Census Questionnaire Assistance (CQA) program and associated contact centers. Researches to understand TTEC system specifications that address business requirements and that fit with company/customer system architecture standards. Works closely with technology and architecture teams to fully understand system functionality. Educates end users, assists with definition of processes and procedures related to the CRMS and assists with troubleshooting system issues.
Clearance / Background investigation requirements may include the Applicant Name Check,the National Agency Check and Inquiry (NACI), and the Certification of Public Trust processes
at the moderate to high designation level, dependent on position.
The work is typically performed in an office environment, which requires proper safety and security precautions. To ensure our contact center production area is at minimal risk for unauthorized disclosure (that is, the release or divulgence of information by an entity to persons or organizations outside of that entity) of Personally Identifiable Information (PII) or Protected Health Information (PHI), the work environment operates under a Secure Floor Policy. The Secure Floor Policy limits or restricts personal belongings, electronic devices, or paper that can be brought into production areas. Work may require some physical effort in the handling of light materials, boxes, or equipment.
The above job description is not intended to be, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.
Requests for reasonable accommodations will be considered to enable individuals with disabilities to perform the principal (essential) functions of this job.
General Dynamics Information Technology is an Equal Opportunity/Affirmative Action Employer (M/F/D/V).
For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs and provide mission support services worldwide. GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.
Bachelors Degree in Computer Science or a related technical discipline, or the equivalent combination of education, technical training or work experience.
2-5 years of directly related computer systems analysis and/or programming experience; specifically for the TTEC CRMS.